Product Support Engineer T1 – Ireland

Cato Networks is the provider of the world’s first SASE platform, Cato SASE Cloud. SASE (Secure Access Service Edge) is the convergence of network and network security into a unified, global, and cloud-native service. You can read more about SASE here.

 

We are looking for an intelligent and customer-focused Product Support T1 Engineer to join our team. In this role, you will be engaging with our customers during the post-sales process, evaluation, onboarding, and as the ongoing customer lifecycle continues. This is an opportunity to join a Cloud Network Security Rocket Ship to take part in making the future of SD-WAN today.

Responsibilities

  • Own and manage customer issues and see problems throughout resolution
  • Research, diagnose, troubleshoot, and identify solutions to resolve customer issues, keeping pa ositive, and “can-do” attitude
  • Work directly with R&D and Product Management on customer issues upon full resolutions
  • Be a focal point for the customer’s needs and become a trusted advisor with customers by deeply understanding their business and aligning their needs with our solutions
  • Nurture the relationship with the customer through ongoing communication and periodic meetings
  • Act as a customer advocate internally while effectively collaborating with internal teams including product management, engineering, sales, and finance
  • Track and monitor customer status and identify both areas of concern and growth opportunities
  •  Be a part in building and expanding the company’s Global Support Services

Requirements

  • Has more than 1 year of experience working as a Support/Network Engineer (required)
  • Strong computer skills with an emphasis on Networking, TCP/IP, Firewalls, and proxy servers
  • Technical experience with DNS, DHCP, NAT, HTTP/HTTPS, VOIP
  • Experience with VPNs, IPSec, BGP, security protocols, and standards
  • Familiarity with WAN/SD-WAN/ MPLS networks 
  • Great troubleshooting abilities and passion to dive into complicated technical problems in real production environments
  • Experience working with Cloud, SaaS technology provider (advantage)
  • Excellent oral and written communication skills with a passion for working with customers
  • Ability to adapt and work efficiently in a rapidly changing dynamic environment with willingness to manage multiple simultaneous projects
  • Ability to work with globally dispersed, cross-cultural team